All solicitors and law firms must establish and maintain, or participate in, a procedure for handling complaints in relation to the legal services they provide. This Practice Note reflects requirements in the solicitors regulation authority (SRA) Codes of Conduct in relation to complaints, together with other legal and regulatory requirements in relation to complaints. It should be read in conjunction with Practice Note: Handling complaints—law firms, which explains how to devise and implement complaints handling procedures, incorporating best practice guidance from the Legal Ombudsman (LeO).
Regulation of complaints
The Legal Services Act 2007 (LSA 2007) requires all approved legal services regulators, including the SRA, to make provision in their rules requiring each relevant authorised person they regulate to:
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establish and maintain procedures for the resolution of relevant complaints, or
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participate in, or make arrangements to be subject to, such procedures established and maintained by another person
Additional requirements are imposed on the legal services regulators by the Legal Services Board (LSB), requiring the regulators to include certain provisions in their rules. The SRA has implemented these requirements
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Jurisdiction(s):
United Kingdom
Related legal acts:
Key definition:
Requirements definition
What does Requirements mean?
A DCO should include “Requirements” to which the development authorised by the DCO is to be subject. Similar to planning conditions, a requirement specifies the matters for which detailed approval needs to be obtained before the development can be lawfully begin.
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